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IT Support

• Manage inbound customer support requests via chat, email, and screenshare, ensuring timely and professional responses
• Troubleshoot platform usage, configuration questions, and basic technical issues
• Support customers in preparing for and executing time-sensitive workflows, including live or scheduled events
• Provide real-time assistance when needed for high-priority customer scenarios
• Identify, document, and escalate bugs or complex issues to Tier 2 with clear and actionable context
• Collaborate with Customer Success Managers and Implementation teams on complex or high-visibility accounts
• Maintain accurate documentation of issues, feature requests, and edge cases
• Contribute to internal knowledge base and support documentation
• Identify opportunities to help customers better utilize the platform and improve their outcomes

Technical Customer Support Representative

Product Operations

• Develop cross-functional business processes and manage the tools the product and engineering team uses to increase team effectiveness
• Run sprint ceremonies like daily scrum meetings, planning and reviews, and project retrospectives
• Facilitate cross-functional discussions
• Document sprint and feature release notes
• Make data-informed and analysis-based process improvement recommendations to the product and engineering team leadership
• Organize tickets in the company’s project management system (DevOps, Asana) to make sure accurate project statuses are available for consumption
• Maintain product documentation, including internal stakeholder training materials
• Suggest and help gather metrics to be used by business leadership

Technical Customer Support Representative

Product Operations Manager